Resolve tickets before your customers even
An AI-powered ITSM platform that routes, prioritizes, and resolves support tickets with intelligent automation. Built for IT teams that refuse to let SLAs slip.
Replaces Zendesk, Freshdesk, ServiceNow
Teams using Vitelligence Service Desk
Everything you need in Service Desk
Intelligent Ticket Management
AI reads incoming tickets, categorizes them, assigns priority, and routes to the right agent before anyone has to lift a finger.
- AI auto-classification by category, urgency, and impact
- Smart routing based on agent skills and current workload
- Sentiment analysis to flag frustrated customers immediately
- Threaded conversation view with internal notes
- Bulk actions and saved filters for queue management
- SLA countdown timers visible on every ticket
AI Ticket Routing
Natural language understanding classifies tickets by topic, detects urgency from tone and keywords, and routes to the best-qualified agent based on skills and availability.
- NLP-based topic extraction from ticket subject and body
- Urgency detection using sentiment and keyword analysis
- Skill-based routing with configurable agent profiles
- Load balancing across agents to prevent burnout
- Round-robin and priority-weighted assignment modes
- Routing rule override for VIP customers
Self-Service Portal
Give customers a branded portal to submit tickets, search the knowledge base, and check request status. AI suggests answers before they even finish typing.
- Branded customer portal with your logo and colors
- AI-powered search-as-you-type with article suggestions
- Ticket submission forms with custom fields per category
- Request status tracking with real-time updates
- Community forums for peer-to-peer support
Service Catalog
Publish a catalog of IT services that employees can request. Each service has its own approval workflow, SLA, and fulfillment process.
- Visual service catalog with categories and search
- Multi-step approval workflows per service type
- Automated provisioning via webhook integrations
- Cost tracking and chargeback reporting per department
- Service request templates with pre-filled fields
- Usage analytics to understand service demand patterns
What teams say about Vitelligence Service Desk
“The AI routing cut our average resolution time in half. Tickets go straight to the right person now instead of bouncing between queues.”
* Representative scenarios based on platform capabilities
Service Desk — Frequently Asked Questions
Ready to transform your service desk?
Start your 14-day free trial. AI included. No credit card required.